\section{Question 1B}

\subsection{Type of System}

The system we proposed fits best into the definition of a \textbf{Transaction Processing System}. This type of system is designed to process routine transactions efficiently and accurately. However in our system we're not tracking a `transaction', rather we are tracking the user's ticket and the response it warrants.

\subsection{Functional Requirements}

	\begin{enumerate}
		\item Customers may login to the system using a unique identifier assigned to them, and a password.
		\item Customers may raise an issue regarding their IT system once they are logged in.
		\item Customers may view and edit any issues they have raised.
		\item Staff members at PC Gurus should each have a unique identifier/password for the system.
		\item PC Gurus staff may view and edit any issues in the system once they are logged in.
		\item Issues may be given a priority by PC Gurus staff.
		\item PC Gurus staff can decide whether to escalate an issue to \textit{`technician required'} status.
		\item Customers should receive an email notification when a change is made to an issue raised by them.
		\item The system must require the user to login before any information is presented (or functionality allowed) whatsoever.
		\item The system should allow PC Gurus staff to reset customer passwords if they are forgotten.
	\end{enumerate}

\subsection{Non-Functional Requirements}

	\begin{enumerate}
		\item The system should be accessible via a web interface.
		\item The system is real-time; newly raised issues are immediately visible to PC Gurus staff and customers.
		\item The system is available 24 hours a day.
		\item The system is user-friendly, and should have an easy-to-use interface.
		\item Only users with a valid id/password combination should have access to the system.
	\end{enumerate}
